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PODCAST

Get Out of Wrap - Contact Centre Chat

Martin Teasdale

There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of

business management

All Episodes

00:50:46

#223 Dan Luik of Currys introduced by Steve Powell of...

Get Out of Wrap - Contact Centre Chat ·

2025/04/11

Outbound is far from dead — it's thriving in Loughborough.In the latest episode of Get Out of Wrap, I’m joined by Steve Powell of Alvaria to introduce an incredible leader: Dan Luik, Head of Currys’ Loughborough Campus. Dan runs one of the most impressive contact centre operations I’ve ever seen. It’s profitable. It’s customer-obsessed. And it’s relentlessly focused on improvement.We dive into:How Currys is redefining outbound as proactive customer engagementThe role of leadership in a

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00:45:19

#222 - James Connors of Quetzel

Get Out of Wrap - Contact Centre Chat ·

2025/03/28

🎙️ New Episode #222 of Get Out of Wrap is live!This week, I’m joined by James Connors, founder and director of Quetzel, a business built on honesty, curiosity, and problem-solving. In this episode, we dive into James’ unconventional journey—from life as a roadie to building a trusted tech sourcing partner that’s helping companies make smarter, faster CX and IT decisions.We cover:How Quetzel helps clients navigate a noisy tech landscapeThe importance of authentic relationships with customers and

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00:40:49

#221 - Get Out of Wrap TV - What areas of our contact...

Get Out of Wrap - Contact Centre Chat ·

2025/03/21

In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving.One of the standout moments in the show comes when Martin poses a crucial question to the audience and industry professionals:🟢 “What areas of our contact centres

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00:33:16

#220 - Iryna Velychko & Bogdan Koshevoy on life in...

Get Out of Wrap - Contact Centre Chat ·

2025/03/14

The resilience of Ukraine's contact centre industry is nothing short of extraordinary. In the latest episode of Get Out of Wrap, I had the privilege of speaking with Iryna Velychko and Bogdan Koshevoy, who shared the realities of running contact centres in a war zone.Despite missile attacks, power outages, and unimaginable challenges, these professionals continue working—supporting their country and clients worldwide. They have adapted with backup power, shelters, and an unwavering commitment to

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00:51:19

#219 Clare Muscutt of Women in CX

Get Out of Wrap - Contact Centre Chat ·

2025/03/07

With International Women’s Day around the corner, who better to join me on Get Out of Wrap than the incredible Clare Muscutt, founder of Women in CX?We had a powerful conversation about:💡 Her journey from frontline service to leading CX innovation in top brands.💡 The broken rung—why women make up 70% of frontline CX roles but only 30% of leadership.💡 The real barriers—structural inequality, cultural bias, and representation gaps—and how we can address them.💡 The role of community in lifting

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00:42:19

#218 - Rich Knox of Betr Outsourcing

Get Out of Wrap - Contact Centre Chat ·

2025/02/28

🚀 25 Years in the Industry and Still Pushing Boundaries! 🚀I recently had the pleasure of sitting down with Rich Knox, Managing Director at Betr Outsourcing, on the latest episode of Get Out of Wrap. And let me tell you—this conversation was packed with insights, passion, and a refreshing dose of honesty about the contact centre industry.💡 Key Takeaways: ✔️ Success isn’t about luck—it’s about hard work, resilience, and surrounding yourself with great people. ✔️ Sales is NOT dead—it’s a lost art in

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00:36:01

#217 - Get Out of Wrap TV - why are customer...

Get Out of Wrap - Contact Centre Chat ·

2025/02/18

In this episode of Get Out of Wrap TV, Martin Teasdale dives into a critical conversation about the state of customer satisfaction in today's contact centres. With cutting-edge technology and more CX experts than ever, why aren’t satisfaction levels rising? The discussion sparks insightful comments from industry professionals, highlighting the balance between tech and people, the need for real customer and employee voices at the decision-making table, and how businesses should prioritise

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00:46:33

#216 - Get Out of Wrap TV - show 92

Get Out of Wrap - Contact Centre Chat ·

2025/02/14

In this latest episode of Get Out of Wrap TV, the contact centre community comes together for an insightful and engaging discussion filled with real-world industry challenges, expert perspectives, and plenty of laughter.From candid conversations about the frustrations of sales outreach to the power of AI in improving inclusivity—particularly through Spencer Collins’ game-changing experience with RogerVoice—this episode is packed with valuable takeaways.The team also dives into the latest insights

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00:31:05

#215 - Chris Rainsforth of The Forum back by public...

Get Out of Wrap - Contact Centre Chat ·

2025/02/07

Back by public demand! The legend that is Chris Rainsforth of The Forum joined me for another episode of Get Out of Wrap – and as always, he brought invaluable insights for the contact centre industry.Some key takeaways from our chat: 🎉 The Forum is celebrating 25 years! A massive milestone for an organisation dedicated to improving best practices across the industry. 📚 The Best Practice Guide is now available! It’s packed with actionable insights and real-world examples, and the best part

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00:33:39

#214 Florian Garnier of Calabrio flying high with WFM

Get Out of Wrap - Contact Centre Chat ·

2025/01/31

🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors. Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting? In the latest Get Out of Wrap episode, I had the pleasure of

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00:46:51

#213 - The first Get Out of Wrap TV of 2025

Get Out of Wrap - Contact Centre Chat ·

2025/01/17

What is your Linkedin 'ick' ?What is the one thing you think will change our industry for the better in 2025 ? This years industry events. What is the mix of inbound traffic in our industry and what is the expected change ? We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.

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00:34:33

#212 - Marco Jetmir Ndrecaj of SSCL

Get Out of Wrap - Contact Centre Chat ·

2025/01/10

🚀 Kickstarting 2025 with an inspiring story you won’t want to miss!In this episode I sit down with Marco Jetmir Ndrcaj of SSCL. A remarkable leader with a journey that embodies resilience, passion, and purpose. Try not to let the fact that Marco supports Chelsea put you off 🤣 From washing pots in a restaurant as a teenager to leading customer experience for SSCL, Marco’s story is proof that hard work, vision, and authenticity can lead to incredible success. 🎙️ In this episode, you’ll discover:✨

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00:25:06

#211 Goodbye 2024 - Hello 2025

Get Out of Wrap - Contact Centre Chat ·

2024/12/31

Short review of 2024 and look forward to 2025. Thank you for another year with me and this podcast - your support means a lot. Happy new year from me x Mart

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00:37:21

#210 - Dan Cohen of Nespresso and a leap into the...

Get Out of Wrap - Contact Centre Chat ·

2024/12/13

🚀 From Contact Centres to Supply Chains: Embracing Change with Dan Cohen! 🚀Ever wondered what it takes to leap from leading a contact centre to managing a global supply chain? In this episode of Get Out of Wrap, Martin speaks with Dan Cohen, the dynamic leader who transitioned from Nespresso’s award-winning contact centre operations to overseeing their logistics. 🌍📦 Why should you listen? Leadership beyond expertise: Dan shares how being “authentically vulnerable” as a leader helped him

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00:49:45

#209 Steve Morrell of Contact Babel - what should we...

Get Out of Wrap - Contact Centre Chat ·

2024/12/06

Steve Morrell of Contact babel has been conducting research in our industry for 23 years.This week he came on get Out of Wrap TV to share some key area's we as contact centre professionals should be focused on.

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00:45:05

#208 Ed Creasey of Calabrio on our joint research...

Get Out of Wrap - Contact Centre Chat ·

2024/11/21

📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice of the agent. Why should you listen? Discover what agents value most: From job satisfaction to steady income and team

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00:40:45

#207 Clayton Trotsky & The Future Leaders Club

Get Out of Wrap - Contact Centre Chat ·

2024/11/15

What does it take to nurture the next generation of contact centre leaders? In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders. Why should you listen? Discover the power of self-belief: Clayton shares how the right guidance can transform hesitant leaders into confident decision-makers. Learn about the Future Leaders Club: An

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00:54:49

#206 - Kerry Sudale on the Candidate Experience in...

Get Out of Wrap - Contact Centre Chat ·

2024/11/01

🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys. In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring process more human. **Why should you listen?** - **See beyond the resume:** Kerry emphasizes the importance of understanding a candidate's story,

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00:48:26

#205 - Nerys Corfield - the Tech space explained

Get Out of Wrap - Contact Centre Chat ·

2024/10/30

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you! On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us . Nerys simplifies the complex world of contact centre technology, uncovering the essentials you need to know. **Why listen?** **Understand Key Tech Terms**: From UCAS and CCAS to the difference between vendors and resellers, Nerys

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00:41:24

#204 - Get out of Wrap TV ft. Garry Gormley

Get Out of Wrap - Contact Centre Chat ·

2024/10/25

In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent

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246 results

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